Integrated Information Systems

Oct 13, 2025 by talynt.org 69 views

Effectiveness of the Company in Improving the Quality of Services in Customers (Case Study: PT. Pos Indonesia (Persero) Post Office Cab. Sidikalang, Kec. Sidikalang, Dairi Regency, North Sumatra)

Introduction

In today's competitive market, providing high-quality services is crucial for businesses to succeed. One of the key factors that determine the success of a company is its ability to improve the quality of services it provides to its customers. This study aims to examine the effectiveness of PT. Pos Indonesia (Persero) in improving the quality of services at its Post Office Cab. Sidikalang, located in Kec. Sidikalang, Dairi Regency, North Sumatra. The study focuses on understanding how the company runs a strategy to improve service quality, as well as identifying supporting and inhibiting factors in the process.

Methodology

This study uses descriptive qualitative methods, with data collection techniques through observation of participation and in-depth interviews with customers. The focus of this research is on the experience and perception of customers on the quality of services at the Sidikalang Post Office. The study aims to provide insights into the effectiveness of the company in improving service quality and identify areas for improvement.

Results

The results of this study showed that PT. Pos Indonesia (Persero) Sidikalang Branch Post Office shows effectiveness in improving service quality based on several aspects, such as understanding of the program, on target, timely, the achievement of objectives, and real changes in the service process. This can be seen from the ability of officers to understand the programs they carry, carry out their duties and responsibilities well, as well as commitment in providing the best service to customers.

The Sidikalang Post Office is also able to achieve the service objectives set by always emphasizing the quality of service and showing concrete changes that are able to build customer trust. This study also found that the Sidikalang Post Office had implemented five dimensions of service quality, namely:

*** Tangible: ** Seen from the physical condition of the Post Office that is clean, neat, and comfortable, as well as the existence of adequate equipment and facilities to support services. *** Reliability: ** Shown by the reliability and consistency in carrying out the service process, such as sending packages according to the schedule and accuracy of the information provided. ** Responsiveness: ** Seen from the fast and responsive response from officers in helping and solving problems experienced by customers. *** Assurance: ** Shown by the competence and friendliness of officers in providing information and solving problems, as well as customer confidence in the ability of the post office in carrying out their duties. *** Empathy: ** It can be seen from the care and attention of officers to the needs and desires of customers, as well as efforts to build good and empathic relationships with customers.

Discussion

Although it has run five dimensions of service quality well, the Sidikalang Post Office needs to continue to strive to improve the quality of its services to be more optimal and excellent. This study also found that the Sidikalang Post Office had several supporting and inhibiting factors in the process of improving the quality of services.

Supporting Factors

Management Commitment: Post Office Management has a strong commitment to improve service quality and provide the best to customers. *** Training and Development: ** Officers are given training and development to increase knowledge and ability to provide quality services. *** Integrated Information Systems: ** Integrated Information System Use helps in facilitating service processes, such as tracking packages and shipping information.

Inhibiting Factors

Limited Resources: Limited resources, such as labor and equipment, become an obstacle in providing optimal services. *** Lack of customer awareness: ** There are still some customers who do not fully understand and appreciate the importance of service quality. *** Inadequate infrastructure: ** Conditions of infrastructure in some remote areas are obstacles in the process of shipping and distributing packages.

Recommendations

This research provides several recommendations for Sidikalang Post Office to improve the effectiveness of the company in improving service quality:

*** Increasing resources: ** Increasing the number of workers and equipment to meet increased service needs. *** Increasing the competence of officers: ** Providing more intensive training and development to officers to improve their competencies and abilities in serving customers. ** Strengthening communication with customers: ** Building more effective and transparent communication with customers to increase understanding and trust in the post office. *** Implementing an appreciation and recognition system: ** Giving awards and recognition to officers who provide the best service to motivate them in improving service quality.

Conclusion

In conclusion, this study found that PT. Pos Indonesia (Persero) Sidikalang Branch Post Office shows effectiveness in improving service quality based on several aspects. However, the post office needs to continue to strive to improve the quality of its services to be more optimal and excellent. The study also identified several supporting and inhibiting factors in the process of improving the quality of services. By making these efforts, the Sidikalang Post Office is expected to continue to improve the quality of its services, so that it can be more effective in meeting customer needs and providing the best service.

Limitations

This study has several limitations. Firstly, the study only focuses on the experience and perception of customers on the quality of services at the Sidikalang Post Office. Secondly, the study only examines the effectiveness of the company in improving service quality and does not provide a comprehensive analysis of the company's overall performance. Finally, the study only provides recommendations for the Sidikalang Post Office to improve the effectiveness of the company in improving service quality, but does not provide a detailed plan for implementation.

Future Research Directions

This study provides several future research directions. Firstly, future studies can examine the effectiveness of other companies in improving service quality. Secondly, future studies can provide a comprehensive analysis of the company's overall performance, including its financial performance, customer satisfaction, and employee engagement. Finally, future studies can provide a detailed plan for implementation of the recommendations provided in this study.

References

This study does not have any references.
Q&A: Effectiveness of the Company in Improving the Quality of Services in Customers (Case Study: PT. Pos Indonesia (Persero) Post Office Cab. Sidikalang, Kec. Sidikalang, Dairi Regency, North Sumatra)

Q: What is the main objective of this study?

A: The main objective of this study is to examine the effectiveness of PT. Pos Indonesia (Persero) in improving the quality of services at its Post Office Cab. Sidikalang, located in Kec. Sidikalang, Dairi Regency, North Sumatra.

Q: What methodology was used in this study?

A: This study uses descriptive qualitative methods, with data collection techniques through observation of participation and in-depth interviews with customers.

Q: What are the five dimensions of service quality that were implemented by the Sidikalang Post Office?

A: The five dimensions of service quality that were implemented by the Sidikalang Post Office are:

Tangible: Seen from the physical condition of the Post Office that is clean, neat, and comfortable, as well as the existence of adequate equipment and facilities to support services.
Reliability: Shown by the reliability and consistency in carrying out the service process, such as sending packages according to the schedule and accuracy of the information provided.
Responsiveness: Seen from the fast and responsive response from officers in helping and solving problems experienced by customers.
Assurance: Shown by the competence and friendliness of officers in providing information and solving problems, as well as customer confidence in the ability of the post office in carrying out their duties.
Empathy: It can be seen from the care and attention of officers to the needs and desires of customers, as well as efforts to build good and empathic relationships with customers.

Q: What are the supporting factors that contribute to the effectiveness of the Sidikalang Post Office in improving service quality?

A: The supporting factors that contribute to the effectiveness of the Sidikalang Post Office in improving service quality are:

Management Commitment: Post Office Management has a strong commitment to improve service quality and provide the best to customers.
Training and Development: Officers are given training and development to increase knowledge and ability to provide quality services.
Integrated Information Systems: Integrated Information System Use helps in facilitating service processes, such as tracking packages and shipping information.

Q: What are the inhibiting factors that hinder the effectiveness of the Sidikalang Post Office in improving service quality?

A: The inhibiting factors that hinder the effectiveness of the Sidikalang Post Office in improving service quality are:

Limited Resources: Limited resources, such as labor and equipment, become an obstacle in providing optimal services.
Lack of customer awareness: There are still some customers who do not fully understand and appreciate the importance of service quality.
Inadequate infrastructure: Conditions of infrastructure in some remote areas are obstacles in the process of shipping and distributing packages.

Q: What recommendations are provided for the Sidikalang Post Office to improve the effectiveness of the company in improving service quality?

A: The recommendations provided for the Sidikalang Post Office to improve the effectiveness of the company in improving service quality are:

Increasing resources: Increasing the number of workers and equipment to meet increased service needs.
Increasing the competence of officers: Providing more intensive training and development to officers to improve their competencies and abilities in serving customers.
Strengthening communication with customers: Building more effective and transparent communication with customers to increase understanding and trust in the post office.
Implementing an appreciation and recognition system: Giving awards and recognition to officers who provide the best service to motivate them in improving service quality.

Q: What are the implications of this study for the Sidikalang Post Office and other organizations?

A: The implications of this study for the Sidikalang Post Office and other organizations are:

Improving service quality: The study highlights the importance of improving service quality to meet customer needs and expectations.
Identifying supporting and inhibiting factors: The study identifies the supporting and inhibiting factors that contribute to the effectiveness of the Sidikalang Post Office in improving service quality.
Providing recommendations for improvement: The study provides recommendations for the Sidikalang Post Office to improve the effectiveness of the company in improving service quality.

Q: What are the limitations of this study?

A: The limitations of this study are:

Limited scope: The study only focuses on the experience and perception of customers on the quality of services at the Sidikalang Post Office.
Limited methodology: The study uses descriptive qualitative methods, which may not provide a comprehensive analysis of the company's overall performance.
Limited recommendations: The study only provides recommendations for the Sidikalang Post Office to improve the effectiveness of the company in improving service quality, but does not provide a detailed plan for implementation.